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Distributed tuning of boundary resources: the case of Apple's iOS service system

Eaton, Ben, Elaluf-Calderwood, Silvia, Sorensen, Carsten and Yoo, Youngjin (2015) Distributed tuning of boundary resources: the case of Apple's iOS service system. MIS Quarterly: Management Information Systems, 39 (1). pp. 217-243. ISSN 0276-7783

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Identification Number: 10.25300/MISQ/2015/39.1.10

Abstract

The digital age has seen the rise of service systems involving highly distributed, heterogeneous, and resource-integrating actors whose relationships are governed by shared institutional logics, standards, and digital technology. The cocreation of service within these service systems takes place in the context of a paradoxical tension between the logic of generative and democratic innovations and the logic of infrastructural control. Boundary resources play a critical role in managing the tension as a firm that owns the infrastructure can secure its control over the service system while independent firms can participate in the service system. In this study, we explore the evolution of boundary resources. Drawing on Pickering’s (1993) and Barrett et al.’s (2012) conceptualizations of tuning, the paper seeks to forward our understanding of how heterogeneous actors engage in the tuning of boundary resources within Apple’s iOS service system. We conduct an embedded case study of Apple’s iOS service system with an in-depth analysis of 4,664 blog articles concerned with 30 boundary resources covering 6 distinct themes. Our analysis reveals that boundary resources of service systems enabled by digital technology are shaped and reshaped through distributed tuning, which involves cascading actions of accommodations and rejections of a network of heterogeneous actors and artifacts. Our study also shows the dualistic role of power in the distributed tuning process.

Item Type: Article
Official URL: http://misq.org/
Additional Information: © 2015 The Authors.
Divisions: Management
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
H Social Sciences > HF Commerce
Q Science > QA Mathematics > QA76 Computer software
Sets: Departments > Management
Date Deposited: 20 Aug 2015 10:58
Last Modified: 20 Jul 2019 02:02
Projects: EP/G066434/1, EP/G066426/1, NRF-2012-2012S1A3A2033291
Funders: Engineering and Physical Sciences Research Council, National Research Foundation of Korea
URI: http://eprints.lse.ac.uk/id/eprint/63272

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